Aisera AISX Platform

In this time of economic uncertainty with market dynamics driven by inflation and high-interest rates, enterprises have been turning to AI/ML and automation capabilities to improve customer service workforce efficiency, leading to reduced customer effort in seeking the answers or resolutions they need, and improved customer satisfaction scores, loyalty and brand affinity – all with fewer resources.

AI/ML helps improve customer service and support in three ways. The first is by improving self-service experiences. Customers can use AI-powered chatbots that leverage conversational AI technology to find answers to common questions or resolve basic issues without human latency. Secondly, AI supports human agents by delivering support recommendations in near real time to better service customers. Agents can be incredibly overwhelmed and inundated with requests considering 24-hour business cycles and growing customer demands, and AI can help coach them, improve skills, and provide companies with an unlimited supply of top agents. Thirdly, AI provides an unprecedented view into sentiment, churn and other issues that might negatively impact customer experience.

Aisera is the industry’s first Artificial Intelligence-powered IT Service Management (AI ITSM) platform, automating service desk resolutions through an all-in-one conversational platform. By leveraging advanced Conversational AI (or Virtual Assistant) and Conversational Automation capabilities, Aisera provides a single, scalable, and multilingual automation interface spanning IT, HR, Facilities, Sales, Customer Service, and Operations. Organizations can now deliver a personalized omnichannel service experience to both employees and customers with greater self-service resolutions. Aisera’s AI Service Desk and AI Customer Service solutions increase service team productivity, reduce operations costs, and improve overall employee and customer satisfaction.

Starting from a global taxonomy and ontology that includes over 5B intents and over 1T phrases exceeding 100 languages, Aisera continuously self-learns to autonomously resolve employee and customer issues through a world-class, contextual understanding of interactions using Conversational AI and RPA. With reinforcement learning at every step of each engagement, Aisera couples user and service behavioral intelligence with supervised and unsupervised NLP, semantic NLU, and NLG for enhanced dialogue flow with users. Aisera’s reinforcement learning vastly improves AI Service Experience across the enterprise.